Caylah Gilbert
St. Louis,MO
Summary
Dedicated financial operations professional with over 6 years of experience in fraud investigation, account management, and operational excellence within high-performance environments. Proven ability to exceed quality and production goals while delivering exceptional customer service. Recognized for analytical problem-solving, team training, and achieving measurable business results.
Overview
9
9
years of professional experience
Work History
Research and Adjustments Representative II/III | Reclamations Team
Bank of America
St. Louis, MO
12.2018 - Current
- Investigate and resolve federal and non-federal reclamation claims related to post-death entitlement cessation, ensuring strict adherence to banking regulations
- Analyze and report potential fraud cases using TRMS tools, escalating suspicious account activities to the appropriate teams for resolution
- Process pension payment reversals for post-mortem cases, debit accounts accordingly, and issue cashier’s checks to return overpayments
- Provide comprehensive on-the-job training and mentorship to team members, contributing to improved productivity and accuracy
- Consistently surpassed quality and production targets, recognized as a “Top Performer” in2020,2021, and 2022. While maintaining exceptional accuracy with minimal to no errors per month
Securities Operations Specialist II (Contract)
Wells Fargo Advisors
St. Louis, MO
08.2017 - 11.2018
- Processed and approved IRA service requests, ensuring documentation accuracy and compliance with financial regulations
- Maintained high efficiency by processing over60 client requests daily while navigating multiple systems (Beta, InfoMax, Microsoft Word)
- Delivered outstanding customer service by addressing client concerns and ensuring prompt fund distribution via ACH or mailed checks
Collections Advisor
U.S. Bank
St. Louis, MO
07.2016 - 08.2017
- Managed a high volume of delinquent accounts, successfully working on 450 accounts daily, exceeding the 250-account goal
- Helped customers with fraud-related issues and financial hardships, providing tailored solutions
- Maintained professionalism and empathy during challenging collection calls, leading to improved customer satisfaction
Education
High School Diploma - undefined
Parkway West High School
St. Louis, MOSkills
- Technical Expertise: Microsoft Office (Word, Excel, PowerPoint), Data Entry (65 WPM), Operational Reporting
- Customer Service: Account Management, Business Retention, Problem Resolution
- Operational Strengths: Fraud Investigation, Process Optimization, Multi-Tasking, Compliance Assurance
Timeline
Research and Adjustments Representative II/III | Reclamations Team
Bank of America
12.2018 - Current
Securities Operations Specialist II (Contract)
Wells Fargo Advisors
08.2017 - 11.2018
Collections Advisor
U.S. Bank
07.2016 - 08.2017
High School Diploma - undefined
Parkway West High School